ISG Software Research Analyst Perspectives

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for Topic: Augmented Reality

Trends in Field Service Management

Posted by Keith Dawson on 12 February 2026

Enterprise customer experience (CX) usually focuses on the moment of communication between a customer and a business, assessing the customer’s state of mind and the outcomes of specific, limited interactions. But there’s another important context that drives customer behavior, and that’s the on-site experience of technical support. Field service is often out of the line of sight of CX planners,... Read More

Topics: Internet of Things, IOT, Augmented Reality, AR, Customers and CX - Business & Technologies, Field Service Management, Technician

AI Use Cases for Field Service

Posted by Keith Dawson on 08 January 2025

Field service is an often-overlooked area of the service equation, in part because managing its operations involves tools and activities outside of normal contact center models. Field service has a communications component, which is partly handled by contact centers. However, the bulk of field service management activity has to do with organizing the work of technicians and dispatchers. It also... Read More

Topics: Customer Experience, Contact Center, Augmented Reality